Central Oregon Pediatric Associates (COPA) of Bend, Oregon, the largest pediatric practice in the region, is hiring a fulltime Patient Operations Patient Advocate.

At COPA, the Patient Operations Patient Advocate is a member of the Patient Operations Department and plays an integral role serving patients at our friendly and welcoming medical clinic for children of all ages. The Patient Operations Patient Advocate - plays an integral role serving patients at our friendly and welcoming medical clinic for children of all ages. The Patient Advocate is focused on improving the patient and family experience, assisting newborns transition from hospital to home is as smooth and comfortable as possible. The Patient Operations Assister / Newborn PatientAdvocate functions as a part of and shares responsibility with the Patient Operations team. To ensure success in these areas of responsibility, patient operations team members must understand policies, rules, workflows, legal obligations (HIPAA, OSHA, PHI, etc.), and possess competent skills in varying software applications with outstanding attention to detail. The department is ultimately responsible for providing a family friendly environment which is welcoming to all people.

COPA is a 5-Star Patient-Centered Primary Care Home, the highest designation, and awarded to clinics which integrate advanced, transformative medical processes and proven best practices for positive patient outcomes. We’re proud of our teams which commit to excellence in a supportive work environment where the patients’ needs come first.

COPA is looking for a candidate with a strong work ethic and a passion for the health of each of our patients. The right candidate will thrive in a private practice where they have the opportunity and flexibility to positively impact the life of a child and their family.

COPA expects all team members, from operations to medical departments, to have a deep commitment to the objectives of COPA, support their fellow team members, and provide the best experience for patients. The right candidate has demonstrated a work ethic that exhibits professionalism while exceeding every expectation of service.

The role of the Patient Operations Patient Advocate will include but is not limited to the following duties:

Patient Advocate - New Patient and Newborn transition from hospital to home:

• Improve patient experience/satisfaction: The Patient Advocate improves care coordination between the hospital Family Birthing Center and their Pediatrician. Meeting the parents at the hospital before discharge ensures a comprehensive handoff from hospital to home. Registering the patients and having the first three critical appointments scheduled with their pediatrician of choice before departing the hospital further reduces the barriers to accessing medical care, improves preventative appointment compliance, and improves patient satisfaction
• Schedule and coordinate New Family Tours in all locations
• Provide patient education: The Patient Advocate will provide the new family with critical safety information such as child seat safety, 24/7 Pediatric nurse advice numbers and other community resources. The Patient Advocate participation in New Family tours helps educate families about the services provided by their Patient Centered Primary Care Home.
• Improve preventative care compliance: The patient advocate educates the parents on Well Child Check (WCC) importance as recommended by the American Academy of Pediatrics (AAP). They provide information about the Well Child Check and immunization schedule, registers the baby and family, and schedules the baby’s first three appointments prior to discharge from the hospital
• Assists patients in navigating to resources at COPA
• Initiates encounter functions within Electronic Health Record related to pediatric hospital charges
• Performs other related work as directed by immediate supervisor

Assister Duties

• Aid and process state and/or federal applications for insurance coverage for patients and community members.
• Review and process pending applications for missing documentation and reach out to families as needed to complete application.
• Troubleshoot application questions or concerns from patients and community members.
• Schedule and meet with all possible OHP enrollment applicants
• An Assister will complete any non-hardship applications received. Once an approval or denial has been issued the Assister completing the application will reach out to the family with the decision
• Timely documentation of all assistance including insurance eligibility status in the electronic medical record (EMR) per procedure
• Serves as a liaison between state/federal systems and patients, providing timely follow-up and processing of applications and insurance eligibility status.

Patient Operations Specialist:

• Greeting and Welcoming Customers with exceptional customer Service in person and by phone
• Registration information verification in person and by phone
• Checks in patient properly and thoroughly without errors
• Listens to patient thoroughly while making them feel welcomed and without disrupting them while speaking
• Fills in all required fields within EMR to ensure quality care
• Clear communication with nurse staff for proper daily flow
• Scanning and labeling documents into the proper locations
• Handing out correct forms to patients and parents for proper flow for providers and clinical staff
• Answering and transferring calls correctly
• Creating encounters to clinical departments, providers and other departments efficiently
• Scheduling future and same day appointments correctly (repeating date, time & location correctly)
• Insurance verification and knowledge of insurances
• Maintaining Patient Portal/ My Health appointments and assisting to help create accounts for families
• Release of Information correct forms filled out
• Delivering labs and faxes the appropriate areas
• Restocking forms as needed
• Collection of money and copays by phone and collect in person
• Posting payments correctly and balancing tills
• Quality assurance of fee slips for processing
• Audits patient accounts for accuracy.
• Proper follow through with follow up appointments/check out
• Relays appropriate appointment detail and financial information to patients prior to appointments
• Exercises problem-solving and conflict resolution within provider schedules
• Knowledge of HIPAA & rules for medical records regulations
• Interpreting as directed if applicable
• Performs other related work as directed by immediate supervisor.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies, and procedures, supporting COPA’s efforts by acting in an ethical and appropriate manner.

COPA employees are a close-knit group that collaborates to ensure all children are well served. We focus on maintaining a culture of high performance in a personable work environment. The right candidate has a history of positive interactions in team environments, and friendly demeanor toward people of all ages and backgrounds. COPA provides a competitive total pay and benefits package.

Qualifications

Education and Certification:

• High school diploma or equivalent required.
• Recognized certifications include AHIMA – RHIT, AAPC – CPC, OHA HCI Qualified or Certified Interpreter.

Experience:

• Minimum 3 years of customer service, medical office experience preferred.
• Epic EMR experience preferred. Proficient with Microsoft Office Suite.
• Bilingual in Spanish and English a plus.

Physical Requirements:

• Use of clear and audible speaking voice and the ability to hear normal speech level in person, over the telephone or through use of other required technology. Sitting or standing for long periods of time. Frequent repetitive motion includes computer keyboard use, reaching with hands and arms, and walking. Occasional lifting and or moving up to 30 pounds and on rare occasions up to 50 pounds. Specific vision abilities required include viewing computer monitor for long periods of time, close vision, distance vision, color vision, peripheral vision, and depth perception.
• Must be able to wear appropriate personal protective equipment (PPE) as required.

Working Conditions:

• Work inside in a general medical office setting with ergonomically configured equipment.
• The employee is subject to hazards including a variety of physical conditions such as proximity to mechanical parts and chemicals including odors. The employee has been identified as having the likelihood of occupational exposure to blood and other potentially infectious materials, therefore are included in the OSHA Exposure Control Plan with specification for preventing contact with the above materials.

Travel between COPA clinics, business office, St. Charles Family Birth Center, and community partners as required. As a healthcare employer in Oregon, COPA requires all employees to provide proof of being fully vaccinated for COVID-19 or provide proof for a medical or religious exception.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

If this opportunity resonates with you and you can demonstrate a history of high quality, service-oriented performance, we welcome your application! Please submit a cover letter explaining your desire to work in Pediatrics, your current resume and apply online at www.copakids.com.

About COPA - Central Oregon Pediatric Associates (COPA) has provided excellent, comprehensive, and compassionate medical care to children in Central Oregon for over 45 years. Our mission is to provide all children with outstanding medical care and exceed their expectations in a friendly and welcoming environment. COPA is a thriving, independent partnership whose healthcare quality measures exceed all medical care facilities in the region. In addition to pediatric primary care services and procedures, COPA’s Pediatric Center of Excellence also provides behavioral health specialists, lactation services, care coordinators, and newborn patient advocates. We’re committed to serving families where English is not the first language and have interpreters at every location and all shifts. COPA hosts in its clinics over a dozen visiting pediatric specialists from children’s hospitals in Portland, Oregon. COPA has four convenient locations in Bend and Redmond and is open seven days a week with extended hours and offers 24/7 telephone pediatric nurse advice.

Job Type: Full-time

Pay: $17.00 - $22.05 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

COVID-19 considerations:
As a healthcare employer in Oregon, COPA requires all employees to provide proof of being fully vaccinated for COVID-19 or provide proof for a medical or religious exception.

Experience:

• Customer service: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred)

Work Location: One location

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